Shipping Policy

Thank you for visiting and shopping at Samesin. Because many Samesin products are personalized or custom-made, each applicable order includes two stages: production time and shipping time.

Please review our shipping guidelines below.

1. Production Time

Because every custom keepsake is prepared based on your pet's photo, we do not ship custom items instantly.

Production usually takes 3-15 days. Some special custom products may take longer depending on the item and order details.

Please make sure your uploaded pet photo is clear and your order details are correct. Low-quality photos, missing information, or delayed customer responses may affect production time.

2. Shipping Time and Delivery Estimates

Shipping time starts after your order has been produced and handed to the courier.

Delivery times are estimates and cannot be guaranteed. Delays may occur due to carrier issues, holidays, customs clearance, weather, or other circumstances beyond our control.

3. Shipping Rates

Shipping fees are shown at checkout based on your delivery destination and the current store settings. Please review the shipping cost at checkout before placing your order.

4. Tracking Your Order

Once your package has shipped, we will send you a shipping confirmation email with your tracking number and tracking link.

Tracking information may take some time to update in the carrier's system after shipment.

5. Customs, Duties, and Taxes

International duties and taxes may vary by destination. If any additional customs fees apply, they are the responsibility of the customer unless otherwise stated at checkout.

Customs processing may also cause delivery delays that are outside our control.

6. Incorrect Shipping Address

Please double-check your shipping address before placing your order.

If you need to change your shipping address or order details, please contact us as soon as possible after placing your order. Changes may be possible before production or shipment starts, but once production or shipment has started, changes may not be possible.

7. Tracking or Delivery Issues

If tracking shows an issue or your order has not been delivered, please contact service@samesin.com. We will help review the tracking status and coordinate with the local carrier where possible.

8. Damaged, Incorrect, or Defective Items

If your item arrives damaged, incorrect, or defective, please contact service@samesin.com within 3 days of carrier-confirmed delivery. Please include your order number, photos of the product, outer packaging, inner packaging, and shipping label.

After review and approval, Samesin will arrange one free replacement, including replacement shipping, for damaged, incorrect, or defective items.